Channel Converter

sirshambling wrote on 8/21/2020, 11:04 AM

I am running Sound Forge Pro 14 and the program updated this morning to Build 111. Sadly on using the new build the Process called Channel Converter fails.

After highlighting the usual 2 channels in a stereo file I click on Channel Converter and I get an error message which says

"The number of channels cannot be less than 1"

This message cannot be closed so Sound Forge Pro hangs and can only be closed via Task Manager.

I have tried to submit a Support ticket for this but I am told that my Registration of Sound Forge 14 (9 August) is now too old for a support ticket. So I'd be very grateful for any help from the community.

PS This problem arises in both 64 bit and 32 bit Sound Forge Pro 14.

Thank you. John.

Comments

rraud wrote on 8/21/2020, 2:52 PM

Welcome to the Magix Sound Forge forum @sirshambling.

I just updated to the latest build (111), though it took a few tries though to get it to install. Something is definitely forked up. After the update downloaded and SF attempted to restart, I got the error message: "Your PC must have Win 7 or 8" (or something to that effect). Relaunching SF again resulted in the same "Update Available" message, I then went through the same update sequence .. same error message. ..Repeat.. On the forth try, Pro 14 update installed, SF launched, reactivated and opened normally.

I then checked the 'Channel Converter' and get the same error' The number of channels cannot be less than 1" Something is forked-up' An I will contact 'the deep thinkers' at Magix support, I suggest you do the same. This obviously a bug with Build 111, since it worked a few minutes before with the previous build.

btw, Sending an on-line support request is confusing to say the least, but do not blame me. I do not know if it is due to incompetence or if it is intentional to avoid requests. Anyway, follow 'my' instructions below.
1- Select "SUPPORT" at the top of the forum page
2- Click the "Ask Support" box on bottom right of the page
3- Under "I NEED HELP WITH" >> choose "Music" or other generalized category, ignoring the "Perhaps this will help you" option
4- Further down on the page choose your application (again): (SOUND FORGE Pro or Audio Studio)
5- At the bottom-right, click the blue button "SEARCH FOR OTHER SOLUTIONS"
6- Enter a keyword, such as 'MP3' and click the "FIND A SOLUTION" button
7- Scroll down to the bottom of the page and select "SEND A SUPPORT REQUEST"
8- Log in to your account again if necessary
9- If so desired, your can change the subject text (which is the previously entered keyword)
10- "Describe your issue as detailed as possible" in the text box.

sirshambling wrote on 8/22/2020, 5:26 AM

Thank you rraud for replying to my problem. It is sad to know you are having issues with Sound Forge 14 as well.

But since you confirm my Channel Converter problem at least I'm not doing anything stupid.

Thanks very much for your instructions on submitting a MAGIX support request - really helpful. I've submitted my issue on Channel Converter but got no acknowledgement. I hope you have submitted a Sound Forge Pro support request as well.

Now we must wait until MAGIX does something!

rraud wrote on 8/22/2020, 9:52 AM

I was able to install the build 111 update in the x86 version of Pro 14, but not in the 64 bit, so I downloaded the fuii installer and did a repair install of the x64 version, re-activated and all is well aside form 'Channel Convert' bug which persists in both versions . I have notified the developers but some support requests may speed things up..

dan-ranalli wrote on 8/30/2020, 10:44 AM

I'm in the same boat as you. Same channel converter message.

sirshambling wrote on 8/30/2020, 11:31 AM

I'm in the same boat as you. Same channel converter message.

Please send a MAGIX support request as shown by rraud above - everybody who writes will help to make MAGIX sort this out.

Thank you. John.

dnulf wrote on 9/18/2020, 3:26 PM

I've submitted a support request to get this issue fixed as well.

dan-ranalli wrote on 9/20/2020, 9:20 AM

I finally was able to file a support ticket request. The process is so convoluted, I was surprised when I got to correct page!

rraud wrote on 9/20/2020, 12:56 PM

"The process is so convoluted"
Yes it is. I recently posted instructions that had fourteen (14) or so steps to request a tech support ticket.

dnulf wrote on 9/21/2020, 8:12 AM

Hi, Forgers. I received an update to the support ticket. It reads:

"Thank you for your message.  This error is a bug caused by the recent update to Sound Forge Pro 14 (build 111).  This is known to the developers and they are now working on an update that will correct this.  There is not an exact date yet for when this update will become available, but in the meantime, I am sending you the patch so that you can install the previous build number of SFP14 (build 65) in which the channel converter works.  The file is too big to send from this email, so I am sending it via WeTransfer, so please be on the lookout for a WeTransfer notice--you may need to check your spam folder for it.  I hope this is helpful for you, and we wish you a great day!"

And then another email from WeTransfer to the previous build for downloading. Here's the link (expires Sept 28)

https://wetransfer.com/downloads/d5879bfe81f554bcfd012de6d632f79120200921061821/f03cc72d033da294b239b07ad959a00820200921061821/2c7042

Note: This install requires you to uninstall your current version (since this download build is older).

sirshambling wrote on 9/21/2020, 10:44 AM

Hi, Forgers. I received an update to the support ticket. It reads:

"Thank you for your message.  This error is a bug caused by the recent update to Sound Forge Pro 14 (build 111).  This is known to the developers and they are now working on an update that will correct this.  There is not an exact date yet for when this update will become available, but in the meantime, I am sending you the patch so that you can install the previous build number of SFP14 (build 65) in which the channel converter works.  The file is too big to send from this email, so I am sending it via WeTransfer, so please be on the lookout for a WeTransfer notice--you may need to check your spam folder for it.  I hope this is helpful for you, and we wish you a great day!"

And then another email from WeTransfer to the previous build for downloading. Here's the link (expires Sept 28)

https://wetransfer.com/downloads/d5879bfe81f554bcfd012de6d632f79120200921061821/f03cc72d033da294b239b07ad959a00820200921061821/2c7042

Note: This install requires you to uninstall your current version (since this download build is older).

Thanks very much for this info dnulf. I will try out the patch right now.

For reasons known only to Magix I have never received anything from them on my support ticket - not even an acknowledgement to say they got it.

We will have to wait longer for a fix.

rraud wrote on 9/21/2020, 11:44 AM

Thank-you for your comment on this issue @dnulf, this should help folks who urgently need the channel converter.

sirshambling wrote on 9/21/2020, 11:57 AM

Thank-you for your comment on this issue @dnulf, this should help folks who urgently need the channel converter.


Yes indeed really helpful. I can confirm that if you uninstall the 64 bit version of SF 14 then reinstall using the patch it installs build 65 of the 64 bit SF 14. And the Channel Converter works fine!

Really happy! Thanks to everybody for their help esp @dnulf

Please note the patch is only the 64 bit version of SF 14. The 32 bit version is NOT included.